Salary depending on experience
Job Overview
We are seeking a dedicated and self-motivated. Technical Support & Product Advisor to join the Vidalux team. Involved in the customers experience, the role is to provide guidance and support on our range of high-quality steam showers, saunas, and whirlpool baths. Working as part of a team for technical inquiries, you will be helping customers and installers navigate everything from pre-purchase specifications to post-installation troubleshooting.
Full training and support will be given
The ideal candidate will embody our brand's calm, authoritative, and helpful nature. You should be comfortable explaining technical concepts simply, ensuring every customer feels supported and confident in their wellness investment.
Duties
- Assist customers and professional installers via phone, email, and live chat, delivering a service that is expert, warm, and free of jargon.
- Provide detailed troubleshooting and technical support for our product range, including electrical requirements, plumbing connections, and steam/sauna technology.
- Guide customers toward the right product for their needs using our "Better Than" engineering principles, focusing on long-term value rather than high-pressure sales.
- Update and tend to our technical literature, such as installation manuals and on-site guidance.
- Build and install products within our showroom for help guide videos, marketing videos, etc.
- Collaborate directly with our Technical Director and warehouse teams to resolve complex issues and manage spare parts requests.
- Uphold the Vidalux brand identity by being a calm, knowledgeable, and supportive guide throughout the customer journey.
- Maintain clear communication with clients, ensuring they understand product features and benefits
Qualifications
- Proven experience in technical support, customer service, or a trade-related role (plumbing or electrical knowledge is a significant advantage).
- Strong communication skills with the ability to remain calm and empathetic when dealing with complex technical issues.
- A "solutions-first" mindset with the ability to analyse a problem and provide a clear, step-by-step resolution.
- Excellent organisation skills to manage multiple inquiries across various channels simultaneously.
- Experience with data entry and CRM systems to ensure clear documentation of all technical support cases.
- A proactive attitude toward learning the deep "engineering-led" details of our product innovations
- MUST have good computer skills, be able to utilise common programmes such as Word, Excel, PDF editors, and similar tools.
This position offers an engaging environment for individuals eager to utilise their technical knowledge and communication skills while supporting customers effectively.
Job Type: Full-time
Pay: From £27,040.00 per year
Work Location: In person
